Terms and conditions of service

Who these terms are between

These terms are between you and The Village Companion Ltd, company number 17435367, registered office 128 City Road, London EC1V 2NX.

1. What we are

The Village Companion provides private, non-medical companionship and lifestyle support across Romford, Hornchurch, Gidea Park, Upminster, Rainham, Dagenham, Emerson Park, Elm Park, and nearby areas. We are not a personal care agency, medical provider, nursing service, emergency monitoring service, or CQC-registered care provider.

2. What we provide

• Companion Visits for conversation, tea, reading, games, walks, garden time, and shopping support.
• Appointment Companion support for GP, hospital, optician, dentist, pharmacy, and community appointments.
• Community Companion support for outings, errands, coffee mornings, lunch outings, garden centres, social clubs, and local events.
• Confidential family updates where the client has agreed.
• Digital Confidence Support only after the separate client agreement has been signed.
• Tailored private support discussed during consultation, subject to availability.

3. What we do not provide

We do not provide washing, dressing, toileting, feeding, wound care, medication administration or management, nursing, clinical care, emergency monitoring, financial management, or transport in a companion's personal vehicle. We never hold passwords, PINs, card details, or make payments on a client's behalf.

4. How support starts

1. A complimentary consultation to understand routines, preferences, access, and what would genuinely help.
2. Written confirmation of the support plan, timings, and practical arrangements.
3. A gentle first visit, building up only if and when it feels right.

There is no joining fee and no pressure or commitment on day one.

5. Fees

Weekly plans are paid monthly in advance. Monthly figures are calculated as the weekly price multiplied by 52 weeks, divided by 12 months.

• The Weekly Companion: £303.33 per month, equivalent to £70 per week.
• The Regular Routine: £606.67 per month, equivalent to £140 per week.
• The Active Week: £910 per month, equivalent to £210 per week.
• Companion Visit: £35 per hour.
• Appointment Companion: £40 per hour.
• Community Companion: £40 per hour.

All visits have a two-hour minimum. Additional visits are subject to availability.

Payment is by bank transfer. Weekly plans are paid monthly in advance; flexible visits are paid in advance as agreed at booking. If payment is not received by the due date, visits may be paused until it is received. We will always contact you first.

6. Price changes and pauses

Prices may be reviewed from time to time. We will give at least 4 weeks' written notice of any change. Payments will be adjusted from the start of an agreed pause, and your visit slot will be held where possible.

7. Expenses and transport

Transport, tickets, entry fees, meals, refreshments, and personal expenses are paid separately by the client or family. Your companion may travel alongside your loved one in a taxi, on public transport, in community transport, or in transport arranged by the family. The Village Companion does not transport clients in a companion's personal vehicle.

Your companion pays for their own travel and refreshments. Any small cost incurred on your behalf is agreed in advance and shown on your invoice with a receipt.

8. Visit timings, availability, and cancellations

Weekly plans provide a set number of companionship hours through pre-arranged visits. Days and times may vary from week to week. Please give at least 24 hours' notice to cancel or rearrange. Late cancellations are normally charged in full, except in genuine emergencies, which are considered individually.

If we cancel with less than 48 hours' notice, you will not be charged and we will offer priority rebooking where possible. Temporary pauses can be arranged with notice.

Occasionally a visit may need to be rearranged at short notice. We will contact you as soon as possible to reschedule within 24 to 48 hours, or arrange a check-in call. Planned absences are discussed well in advance.

A weekly-plan visit you cancel with less than 24 hours' notice counts as delivered for that week. A visit we cancel will be rescheduled within the same or following week where possible, or credited against your next monthly payment.

9. Your right to change your mind

You have the right to cancel your agreement within 14 calendar days of entering into it, without giving a reason. To cancel, tell us clearly in writing. Email hello@thevillagecompanion.com is fine. You may use the cancellation form provided with your agreement, but you do not have to. If you ask us to start visits within the 14 days, you can still cancel, but you will pay a proportionate amount for visits already delivered. Any money paid for visits not delivered will be refunded within 14 days.

The signed service agreement includes the separate cancellation notice and model cancellation form.

10. Safeguarding and responsibility

If we believe someone is at immediate risk, we may contact emergency services, a GP, an emergency contact, or adult safeguarding services. Nothing in these terms limits liability that cannot legally be limited, including liability for death or personal injury caused by negligence or for fraud.

11. Privacy and marketing

Personal information is handled as described in our Privacy Notice. We never use a client's photograph, name, or personal story in marketing without separate, specific written consent.

12. Ending an arrangement and governing law

Either party may end an arrangement with reasonable written notice (at least 2 weeks), except where continuing would present a safety risk. Amounts paid for support not delivered will be refunded where appropriate. These terms are governed by the law of England and Wales.

Complaints

If something goes wrong, please follow our Complaints process.

Contact

Questions can be sent to hello@thevillagecompanion.com or 020 8050 0585.